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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06413688

Version: 1

HP 15-dxxxxx and HP 25x Notebook PC - No Sound and Red X on Speaker Icon

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 16-Jul-2019

Last updated : 16-Jul-2019

DESCRIPTION
Audio stops working after completing Windows Update. In addition, the speaker icon, in the task tray, is marked with a red "X" and the following items are marked with exclamation marks in Device Manager:
  • Intel High Definition Audio
  • Intel High Definition DSP
    Image displaying no sound and a red X icon on speaker on Device Manager

SCOPE
Information in this document applies to the following:
Computers:
  • HP 15-da0000 Laptop PC
  • HP 15-da1000 Laptop PC
  • HP 15g-dr0000 Laptop PC
  • HP 15g-dr1000 Laptop PC
  • HP 15q-ds0000 Laptop PC
  • HP 15q-ds1000 Laptop PC
  • HP 250 G7 Notebook PC
  • HP 250 G7 Notebook PC
  • HP 256 G7 Notebook PC
  • HP 258 G7 Notebook PC
  • HP Notebook 15-da1003nl
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 19H1 (Version 1903)
  • Microsoft Windows 10 RS4 (Version 1803)
RESOLUTION
Perform the following steps:
  1. Open Windows Device Manager.
  2. Expand System Devices.
  3. Right-click Intel® Smart Sound Technology Audio Controller.
  4. Select Uninstall device.
  5. Check Delete the driver software for this device, then click Uninstall.
  6. Click Action > Scan for hardware changes to refresh the Device Manager.
  7. Check the audio functionality.
  8. If audio is still not working, contact HP for further assistance.

Hardware platforms affected : HP 15-da0000 Laptop PC, HP 15-da1000 Laptop PC, HP 15g-dr0000 Laptop PC, HP 15g-dr1000 Laptop PC, HP 15q-ds0000 Laptop PC, HP 15q-ds1000 Laptop PC, HP 250 G7 Notebook PC, HP 256 G7 Notebook PC, HP 258 G7 Notebook PC, HP Notebook 15-da1003nl

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06413688

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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